vendor feedback policy

[DRJDVM's '69]

One thing to consider Jody and Scott...

If you guys are the only ones hearing both sides of the story and deciding the real truth and which vendors stay and which ones go, in essence you are vouching for ALL the vendors that are sponsors on the site... You are by defacto giving your endorsement of everything that vendor does

In other words if I spend a lot of $$ with a sponsor and then they screw me or I have a terrible experience, I' not only pissed at them but I'm pissed at you because you vouched for them by being the sole judge of their business ethics

For me, that's kinda sticking my neck out more than I would want...

Right now there is some tie to the sponsors by having them sponsor your site but not nearly as much as if you guys are the sole "judge" of the company

[camcojb]

Originally Posted by DRJDVM's '69

One thing to consider Jody and Scott...

If you guys are the only ones hearing both sides of the story and deciding the real truth and which vendors stay and which ones go, in essence you are vouching for ALL the vendors that are sponsors on the site... You are by defacto giving your endorsement of everything that vendor does

In other words if I spend a lot of $$ with a sponsor and then they screw me or I have a terrible experience, I' not only pissed at them but I'm pissed at you because you vouched for them by being the sole judge of their business ethics

For me, that's kinda sticking my neck out more than I would want...

Right now there is some tie to the sponsors by having them sponsor your site but not nearly as much as if you guys are the sole "judge" of the company

I can't speak for Scott, but I don't look at it that way Ned. The site vendors pay for the privilege of being able to use the site to post info on their products, run sales, new product introductions, etc. We do not try to censor any feedback, good or bad about a vendor whether they are a site supporter or not. If you search you'll find where we've locked threads that have had both sides say their piece, or have turned into a bash fest. There have been a few that are deleted, but few and far between.

I've always felt that mistakes happen. If a guy starts a thread about waiting too long for a part and the dealer or manufacturer comes in and explains what happened, maybe they completely drop the ball. We will usually lock it once it's resolved, but the thread and issue still remains on the site. Also, the fact that it was resolved and that the vendor/manufacturer handled it. That's good for both sides in my opinion.

As far as who gets to decide what's bashing or not, how to or if to moderate a thread, that will always be up to the site staff. There's no way we can set up a poll for these threads and let the members vote as to who's right or wrong, etc. I know that's not what you mean exactly, but I don't see a lot of good coming out of letting some of these threads run their course. We've had far more pm's and emails over the years saying they appreciated us locking them down than we've had getting mad because we did lock them. And no, they weren't from the vendors that were the topic of the threads.

We are looking at alternatives for a vendor feedback forum. As it stands you're all welcome to give your feedback, good or bad, as long as it's your first-hand experience and you stick to the facts and don't get personal. As far as vouch for the vendors, we don't necessarily know their business practices when they sign up. We will however intercede for any of our members if there is an issue, and we've been extremely successful getting the problem handled. If a vendor shows they cannot take care of our members, then we remove them. It is really that simple.

[fleetus macmullitz]

Well said Jody.

[DRJDVM's '69]

We do not try to censor any feedback, good or bad about a vendor whether they are a site supporter or not

But by having a strict "no vendor bashing policy" where the customer cant come on here and give their account and opinion of a vendor, you are essentially censoring them... the goal to keep the online drama to a minimum is great, but opens the doorway for others to fall into the same abyss that other customers have experienced.

By locking the thread and taking everything "behind the scenes" is in some way censoring the customer from letting everyone know their experience with the vendor.

The hard thing is that there are always 3 sides to the story and keeping the online drama to a minimum is unquestionably better for the greater good

Its a sticky issue and I dont envy you guys having to deal with it. You guys do a fantastic job with this website, and I dont want any more drama than you guys. Its a tough thing to deal with because there is no real easy answer, or a solution that fits every scenario and makes everyone happy

Best I can think of is the "star" or feedback number type system.....even that is filled with pros and cons.

[Vegas69]

Is it really Lateral G's responsibility to be the middle man? When companies advertise on TV, is the TV station required to disclose their consumer approval rating? Do they mediate bad service? There are plenty of other examples.

With that being said, I do like the rating system idea bases on a handful of questions. No commentary or definitely no outside commentary. Just not sure it's easy to implement.

As Stuart said, buyer beware, ALWAYS.

[camcojb]

Originally Posted by DRJDVM's '69

But by having a strict "no vendor bashing policy" where the customer cant come on here and give their account and opinion of a vendor, you are essentially censoring them... the goal to keep the online drama to a minimum is great, but opens the doorway for others to fall into the same abyss that other customers have experienced.

By locking the thread and taking everything "behind the scenes" is in some way censoring the customer from letting everyone know their experience with the vendor.

The hard thing is that there are always 3 sides to the story and keeping the online drama to a minimum is unquestionably better for the greater good

Its a sticky issue and I dont envy you guys having to deal with it. You guys do a fantastic job with this website, and I dont want any more drama than you guys. Its a tough thing to deal with because there is no real easy answer, or a solution that fits every scenario and makes everyone happy

Best I can think of is the "star" or feedback number type system.....even that is filled with pros and cons.

we have "no vendor bashing" period. We do NOT have "no vendor feedback". Is that a better explanation? There is a difference between "bashing" and a posting about a negative experience.

Locking a thread is usually reserved for a few reasons. Original poster asks that it be locked, like the one today. Or the problem has been solved; leaving it open almost always ends in someone bringing it back from the dead months later to complain about so and so. If it's locked they can start a new thread, much easier for everyone to see what's going on instead of multiple stories in one thread.

The last reason would be the thread has gone so far off track that it's better and easier to lock it. I will say, there's been several of these that I should have locked but instead spent a long time editing the "comments that couldn't stay", plus edit the quoted "comments that couldn't stay" where another member responds to that, and on and on.

No matter what we do you have to realize that you are not going to make everyone happy. I see your point and others who've responded. We're not ignoring them, just looking at all the options.

For now, the way it's going to be is no vendor bashing. You can of course post experiences or feedback though, whether good or bad, as long as it's your experience and you keep it civil and honest. I really don't see that as any type of censorship, all we've said is that if it gets out of control we're going to step in and edit/lock it up.

There are many sites on the Net that "anything goes". This isn't one of them. I'm willing to give it a shot and add a feedback forum, see if everyone can keep things civil.

[214Chevy]

Originally Posted by camcojb

Right now, we've had more pm's from members in the past years saying they like the non-drama more than we've had people wanted the feedback.

Probably,the one's who like the non-drama are the ones who are not owed parts, money/refunds,etc. I can pretty much assure you if they were the ones messed over the wouldn't be so quiet. The one's here starting the complaint threads lately were quiet and non-dramatic up to a certain point as well at one point and time. All this to say, I feel we really need a vendor feedback forum. I love it here and this is a very high quality site. I live on this site believe it or not. You guys are great and I really don't think you all need to change anything else about the site.

[HIFLYR]

Originally Posted by DRJDVM's '69

I don't like the drama anymore than you guys.... But one of the great aspects of these sites is to learn.... Learn what works and what doesn't.... Learn from other peoples mistakes.... Learn from their success... Learn who to trust and who to avoid

If there is someone to avoid doing business with then I want know about it

More complicated but maybe a feedback where it's similar to eBay..... Star or number rating... Very objective comparisons...Short sentence about experience.... If you want more detail then contact me via email

Biggest thing I want to know..."would you do business with them again?"

Amen,
Reading the posts in question saved me from sending the person in question over 15k.

[DFRESH]

Jody/Scott, thanks for running things so well here. Everyone has an opinion, unfortunately they aren't always expressed as elegantly as someone like, let's say, Todd.

I understand the no bashing rule and think it's a good one. If I am reading your post correctly, LG is going to allow members to post about repeated trouble they might be having with a vendor if appropriate, as long as they/we don't go down the path of saying their moms eat kitty litter, or something of the sort. Correct?

I know that I have come to rely on many of the members here and their suggestions/opinions, and I do place a high value on their specific opinions when it comes to vendors and typically ask if they would buy from that vendor again. I can do this with or without a specific vendor section.

If you do open up a specific section for vendor feedback, I hope that as part of the rules, the customer must be required to submit their documentation of phone calls and emails, etc before being allowed to air their grievance/s. Anyone who has owned or worked a retail establishment knows that you really can't please everyone. I would also hope that others not involved with that vendor (never ordered parts with them, had service performed, etc) would not be allowed to post---not sure how that would be managed---pipe dream perhaps. If that were possible, maybe those threads would be more constructive. I for one do like to see the vendor/s respond publicly when it's an appropriate environment for them to do so.

Glad I don't have to figure it out, but glad you guys are going down the path. Many of us have talked about this lately and are glad you guys are addressing.

Doug

[camcojb]

Originally Posted by DFRESH

Jody/Scott, thanks for running things so well here. Everyone has an opinion, unfortunately they aren't always expressed as elegantly as someone like, let's say, Todd.

I understand the no bashing rule and think it's a good one. If I am reading your post correctly, LG is going to allow members to post about repeated trouble they might be having with a vendor if appropriate, as long as they/we don't go down the path of saying their moms eat kitty litter, or something of the sort. Correct?

I know that I have come to rely on many of the members here and their suggestions/opinions, and I do place a high value on their specific opinions when it comes to vendors and typically ask if they would buy from that vendor again. I can do this with or without a specific vendor section.

If you do open up a specific section for vendor feedback, I hope that as part of the rules, the customer must be required to submit their documentation of phone calls and emails, etc before being allowed to air their grievance/s. Anyone who has owned or worked a retail establishment knows that you really can't please everyone. I would also hope that others not involved with that vendor (never ordered parts with them, had service performed, etc) would not be allowed to post---not sure how that would be managed---pipe dream perhaps. If that were possible, maybe those threads would be more constructive. I for one do like to see the vendor/s respond publicly when it's an appropriate environment for them to do so.

Glad I don't have to figure it out, but glad you guys are going down the path. Many of us have talked about this lately and are glad you guys are addressing.

Doug

thanks Doug. It would be a separate feedback forum (good or bad) and only the original poster would be able to post (software allows that). A reply by the vendor would be allowed, but would require a pm to myself so I could add it. Both sides would have a say. Also, have a minimum post requirement to make a post there, maybe 10 posts or so. We get people who join the board only to slam someone, would eliminate that.

Going to be testing it first to make sure it works like we think. Rules would still not allow bashing, but honest feedback is fine. Hopefully we will end up with way more positive feedback than negative.